Login issues

[tracie]

I’ve been locked out of my Trello account on my desktop computer. Thankfully, I still have it on my mobile. Each time I try to log in on my desktop, it says my emergency recovery key is wrong. I’ve tried to use the option of getting a text, but I never get the text. I have changed the password on my mobile and tried logging in again on my desktop, but it still sends me to the two-factor authentication- and I keep going around in circles. It’s getting really frustrating as I need Trello for my work. I save emails and notes for my client files in Trello, but currently I can’t do that on my desktop. I’m set up in Google Chrome, could that be the issue? Should I disable two-factor? Please help…

[Liam - DevSamurai]

Hi @tracie, Welcome to the Community!

Since you can still log in on mobile, try disabling the two-factor authenticator there. Then log in again on your desktop computer. If it works, you can turn 2FA back on to protect your account.

If it's still stuck, you can try contacting the Atlassian/Trello support team to help resolve your issue here: https://support.atlassian.com/contact/#/

Hope it helps 🙌

[Hartik]

This isn’t a Chrome issue. You’re stuck because Trello is forcing 2FA and your recovery method isn’t working. Since you can still access the account on mobile, don’t disable 2FA yet. Go to your Atlassian account security settings from mobile, regenerate a new recovery key, and re-set your 2FA methods. Also check that your phone number is correct and can receive SMS internationally.

If the text codes still never arrive, the loop won’t fix itself. At that point you’ll need to contact Atlassian Support and ask for manual 2FA reset. They can verify ownership and unlock desktop access.